Desktop Support Tech
Resume:
Angela R. Gaither
Marietta, GA 30060
240-***-****(cell)
404-***-**** (home)
Email: **********@*****.***
EDUCATION AND TRAINING
Remote Access Training, Washington, DC, 07/2004
Technical Education Center, Rockville, MD 1991-92
Currently attending Lincoln Technical College, 2011-2012
Associates Degree – expected graduation 2012
TECHNICAL SKILLS
Operating Systems: DOS, Windows 95/98/2000/XP/Vista
Networks: Active Directory, SMS Remote Control, Teloquent Interchange Agent, Metaframe
Networking: TCP/IP
Hardware: Dell Desktop Workstations, Dell Notebooks, Gateway Notebooks, BlackBerry Wireless Solutions, PDA Devices, Linksys Wireless Routers, fax machines, various printers and copiers
Software: MS Office 2003/2007 Suite, MS Outlook 2003/2007, Adobe Acrobat Professional, Remedy Help Desk Support Console Version 6.0.3, AT&T Global Network Client, Citrix, World Bank VPN Client, Pure Edge, Web based Unicenter Service Desk, Sybase, Lotus Notes version R4/R5/ND6/R7/R8, Novell Zenworks, Bomgar Remote tool
PROFESSIONAL EXPERIENCE
Desktop Administrator/Support Tech, Environmental Protection Agency,(Contractor: K-force Corporation), Crystal City, VA 03/2009 – 06/2011
• Provide 2nd and 3rd tier technical desktop support for appox. 2000 users located in the EPA’s Crystal City, VA Regional Office
• Use Active Directory to create user accounts, reset user passwords, add/remove user’s to group membership, modify user’s group membership access. Creating and editing computer accounts in Active Directory.
• Diagnose and perform vulnerability assessment for Windows Operating systems, and selected Databases.
• Use Novell Zenworks application to remote control into clients machine and offer assistance for complex issues.
• Installing, configuring, and supporting Lotus Notes (workstation setup, replication, and pass-thru connection setup, creating and editing Location documents, rebuilding address books, editing Notes INI files. Etc).
• Use Remote Desktop Connection tool to troubleshoot and resolve network server access problems.
• Installation/Troubleshooting of Desktop Manager application for Blackberry 8800- 8830 devices
• Installing, configuring, and supporting Lotus Notes, MS Office Suite, Adobe, Windows XP Operating System with Symantec Ghost Image.
• Training client on using their wireless Blackberry handheld devices (8700, 8800, 8320Curve, 8830).
• Provide resolution for desktop, laptop, and network connectivity problems.
• Provide support for setting up VTC Video-Telecommunication Conferences for all users as requested.
• System and software deployment for new client users.
• Creating User accounts on server, modifying user ACL permissions. Modifying user permissions for group accounts, and mail-in databases.
Desktop Support Lead, Department of Army, (Contractor: Future Research Corporation (FRC), Springfield, VA 01/2008 – 02/2009
• Manage Desktop Support Team in carrying out daily tasks according to Army Standard.
• Installing, configuring, and supporting MS Office Suite, Adobe, Windows XP Operating System with Army Gold Master Ghost Image.
• Provide 2nd and 3rd tier technical desktop support for all PM TIS group approx. 200 users
• Develop technical documentation for executing Microsoft Exchange email migration for all Product Manager for Transportation Information System (PM TIS) users.
• Under the technical guidance of the Project Manager, assist in developing the methods and standards that are used to evaluate the quality of accomplishments on specific IT projects and conducts studies and inquiries to determine that projects are accomplished in accordance with applicable guidance, and reviews and reports on IT project
• Develop technical documentation for post migration, for resolution of all issues that accured as a result of migration.
• Troubleshooting and resolving all desktop support issues experienced by users who are both local and who have traveled abroad for military TDY duty.
• Configuration and troubleshooting of blackberry 8800 device.
• Creating and editing user accounts and computer accounts in Active Directory.
• Use Remote Desktop Connection tool to troubleshoot and resolve network server access problems.
• Create Desktop Support Team weekly report required by management to show group performance and to justify staffing.
• Work closely with IT OPS Server team in monitoring computers for potential viruses, using Symantec and WSUS server tool.
• Provide resolution for desktop, laptop, and network connectivity problems. Provide support for setting up VTC Video-Telecommunication Conferences for all users as requested.
Lotus Notes Support Analyst, World Bank Group (Contractor: IBM / Affiliated Computer Systems, Inc (ACS), Washington DC, 09/2001 – 02/2008
• Installing, configuring, and supporting Lotus Notes (workstation setup, replication, and pass-thru connection setup, creating and editing Location documents, rebuilding address books, editing Notes INI files. Etc).
• Provide 2nd and 3rd tier technical support for domestic and international clients via telephone, email, voicemail.
• Troubleshooting and resolving numerous broadband connectivity problems for both local and foreign clients.
• Troubleshoot end user related issues regarding Network log in, assist users in accessing Network from remote locations or Country Offices using Metaframe, AT&T dialer, SLIP/PPP and ISDN Connections, and Wireless connections
• Testing variety of software for quality assurance before deployment.
• Supporting all clients’ remote Lotus Notes related problems. Training clients on remote access to Network and Lotus Notes.
• Training client on using their wireless Blackberry handheld devices (supports models 7290, 7100t, 8700, 8800, 8320Curve, Blackberry Pearl).
• Troubleshooting most client blackberry issues.
• Provide technical support to assist end users, desk side coaching and information assistance.
• Reset passwords and unlock a host of accounts (Lotus Notes, SLIP, AT&T Dialer, and SAP & Domino/Http/Intranet).
• Use Expert City (Go to assist) to remote control into clients machine and offer assistance for complex issues.
NOAA Desktop Engineer Support, Department of Commerce, (Contractor Honeywell Corporation), Suitland, MD 07/99 – 09/01
• Monitors and analyzes the quality of images generated from the GOES spacecraft Imager and Sounder instruments.
• Reports anomalous image data quality and data dropouts to control center staff.
• Conducts visual normalization procedure to determine need for new tables.
• Performs statistical analyses of imager and sounder data.
• Maintain a written log noting the time and description of observed anomalies.
• Provides support for computer operations and network communications devices. Provide data accountability information.
Help Desk Support Analyst, Bell Atlantic, (Contractor Reliacom Corporation), Beltsville, MD 04/96 – 07/99
• Provided support for tier1 and tier 2 level calls.
• Provided end-user support for Bell-Atlantic’s Bill Viewer web application.
• Resetting passwords on a daily basis, as well as answering end-users email and providing support via email.
• Utilize MS Office Suite in the creation and executions of proposals, documents and contracts.
• Responsible for troubleshooting vial email and return end-users call troubleshooting when necessary.
• Conducted training for the application in a one-on-one basis.
• Provided support for Lotus Notes.
• Installed applications and solved user problems via phone and SMS
Help Desk Technician, Salvation Army National Headquarters, Alexandria, VA 12/93 – 04/96
• Provided end-user support and troubleshooting for internal software usage and connectivity to network.
• Controlled systems from Dial-ins to setting up accounts for contractors and employees.
• Responsible for software installations. System training to office staff.
• Performed software installations. Provided end-user support for Lotus Notes.
AWARD AND CERTIFICATIONS
Certificate of Completion, Global Remote Access, 2004
STI Knowledge Certified Help Desk Professional, 2004
Microsoft Certified Professional (MCP), NT Workstation 4.0, 02/2000
Microsoft Certified Professional (MCP), NT Server 4.0, 03/2000
References Furnished Upon Request
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